Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At SpeakMaster Academy, we are committed to providing high-quality communication coaching and training services. We understand that circumstances may arise where you need to request a refund. This Refund Policy outlines the terms and conditions under which refunds may be granted for our services. Please review this policy carefully before purchasing our services.

1. General Refund Principles

Our refund policy is designed to be fair to both our clients and our organization. We aim to accommodate reasonable refund requests while protecting our business interests and compensating our coaches for their time and expertise. Refund eligibility depends on several factors, including:

• The type of service purchased
• The timing of your refund request
• The number of sessions completed
• The reason for requesting a refund
• Whether services have been rendered

2. Refund Eligibility Periods

2.1 Seven-Day Satisfaction Guarantee

For multi-session coaching programs, we offer a seven-day satisfaction guarantee from the date of purchase. If you are not satisfied with our services within the first seven days after your initial purchase and before completing your first session, you may request a full refund minus any administrative fees (up to 5% of the purchase price or $50, whichever is less).

To qualify for this guarantee, you must:

• Submit your refund request within seven calendar days of purchase
• Not have attended more than one coaching session
• Provide a brief explanation of your dissatisfaction
• Follow the refund request procedure outlined in Section 8

2.2 After First Session

After you have completed your first coaching session, partial refunds may be available based on the number of unused sessions remaining in your package. Refund amounts will be calculated as follows:

• The value of completed sessions will be deducted at the single-session rate (which is higher than the package rate)
• An administrative fee of 10% will be deducted from the remaining balance
• The net amount will be refunded to your original payment method

2.3 Single Session Services

Single coaching sessions, consultations, and drop-in workshops are generally non-refundable once purchased. However, if you cannot attend a scheduled session, you may reschedule with at least 24 hours' notice at no additional charge, subject to coach availability.

3. Service-Specific Refund Terms

3.1 Multi-Session Coaching Packages

For coaching packages consisting of multiple sessions (e.g., 6-session or 8-session programs):

• Before any sessions: Full refund available within 7 days of purchase, minus administrative fees
• After 1-2 sessions: Prorated refund available, calculated as described in Section 2.2
• After 50% completion: Refunds are generally not available, but exceptions may be made for extenuating circumstances (see Section 4)
• After 75% completion: No refunds available

3.2 Group Workshops and Seminars

For group workshops, public seminars, and training events:

• More than 14 days before event: Full refund minus $25 administrative fee
• 7-14 days before event: 50% refund
• Less than 7 days before event: No refund, but you may transfer your registration to another person or a future event
• After event begins: No refunds or transfers

3.3 Corporate Training Programs

Corporate training programs and customized workshops for organizations are subject to separate contractual agreements. Refund terms for corporate services will be specified in individual contracts and may differ from this policy. Please refer to your specific agreement or contact our corporate services team.

3.4 Online Courses and Digital Products

If we offer pre-recorded online courses or digital training materials:

• Refunds are available within 14 days of purchase if you have accessed less than 25% of the content
• Once you have accessed more than 25% of the content, the product is considered used and is non-refundable
• Digital products cannot be returned once downloaded

4. Extenuating Circumstances

We understand that unexpected life events may prevent you from completing your coaching program. We will consider refund requests outside our standard policy in the following circumstances:

4.1 Medical Emergencies

If you experience a serious medical condition that prevents you from continuing coaching services, we may grant a full or partial refund or allow you to pause and resume services at a later date. You will need to provide documentation such as a doctor's note.

4.2 Family Emergencies

In cases of serious family emergencies (such as death or critical illness of an immediate family member), we will work with you to find an appropriate solution, which may include a refund, program pause, or transfer to a family member.

4.3 Relocation

If you relocate and can no longer attend in-person sessions, we will offer to continue services virtually when possible. If virtual services are not suitable for your program, we may offer a prorated refund.

4.4 Employment Changes

If you experience involuntary job loss or significant employment changes that create financial hardship, we will consider requests for refunds, payment plans, or program modifications on a case-by-case basis.

5. Non-Refundable Items and Services

The following items and services are non-refundable under all circumstances:

• Completed coaching sessions
• Missed sessions where you did not provide 24 hours' notice (no-shows)
• Services rendered in full
• Physical materials, workbooks, or resources that have been shipped or delivered
• Access to proprietary coaching materials, methodologies, or intellectual property
• Recording or video analysis services already completed
• Administrative or processing fees
• Discounted or promotional pricing differences (refunds are calculated based on amounts actually paid, not original prices)

6. Refund Calculation Examples

To help you understand how refunds are calculated, here are some examples:

Scenario	Package Price	Sessions Completed	Refund Calculation
8-session package, request before any sessions	$1,200	0	$1,200 - $60 admin fee = $1,140 refund
8-session package, 2 sessions completed	$1,200	2	$1,200 - (2 × $200 single rate) - 10% admin = $720 refund
Workshop registration, 10 days before event	$300	N/A	$300 × 50% = $150 refund
6-session package, 5 sessions completed	$900	5	No refund (over 75% complete)

7. Cancellations Initiated by SpeakMaster Academy

7.1 Coach Unavailability

If we must cancel sessions due to coach illness, personal emergencies, or scheduling conflicts, we will:

• Notify you as soon as possible
• Offer to reschedule at no additional charge
• Assign a different coach if preferred
• Provide a full refund for the affected session if rescheduling is not possible

7.2 Program Discontinuation

If we discontinue a program before you complete your purchased sessions, you will receive a full refund for all unused sessions at the rate you paid, with no administrative fees deducted.

7.3 Unsatisfactory Service Delivery

If we fail to deliver services as described or agreed upon, you may be entitled to a full or partial refund. We encourage you to bring any concerns to our attention immediately so we can address them promptly.

8. Refund Request Procedure

To request a refund, please follow these steps:

Step 1: Submit Written Request

Send a written refund request via email to [email protected] with the subject line "Refund Request." Include the following information:

• Your full name and contact information
• Date of purchase
• Description of services purchased
• Number of sessions attended (if applicable)
• Reason for refund request
• Any supporting documentation for extenuating circumstances

Step 2: Review Process

We will review your refund request within 5-7 business days. We may contact you to discuss your request or request additional information. We will evaluate your request based on this Refund Policy and the specific circumstances of your case.

Step 3: Decision Notification

You will receive written notification of our decision via email. If your refund is approved, the notification will include:

• The approved refund amount
• An explanation of how the amount was calculated
• The expected timeframe for receiving your refund

Step 4: Refund Processing

Approved refunds will be processed within 10-14 business days of approval. Refunds will be issued to the original payment method used for purchase. Please note that depending on your financial institution, it may take additional time for the refund to appear in your account.

9. Alternative Resolution Options

If a full refund is not appropriate but you are dissatisfied with our services, we may offer alternative solutions, including:

• Program Pause: Temporarily pause your program and resume at a later date without penalty
• Coach Change: Switch to a different coach who may be better suited to your needs
• Format Change: Switch between individual and group formats, or between in-person and virtual delivery
• Credit Toward Other Services: Receive credit toward different services that may better meet your needs
• Extended Timeline: Extend the period during which you can use your remaining sessions
• Partial Refund with Retention of Materials: Receive a partial refund while retaining access to training materials and resources

10. Disputed Charges

If you dispute a charge with your credit card company or payment processor before contacting us to resolve the issue:

• We will immediately suspend your access to services pending resolution
• You will be responsible for any fees or costs we incur as a result of the chargeback
• We reserve the right to refuse future services to clients who initiate chargebacks without first attempting to resolve issues directly with us

We encourage you to contact us directly to discuss any billing concerns before disputing charges. We are committed to resolving issues fairly and promptly.

11. Client Responsibilities

To maintain eligibility for refunds under this policy, clients must:

• Provide accurate contact information and respond to communications in a timely manner
• Attend scheduled sessions or provide appropriate notice of inability to attend
• Treat coaches and staff with respect and professionalism
• Actively participate in sessions and complete recommended practice activities
• Communicate concerns or dissatisfaction promptly so we can address them
• Submit refund requests in a timely manner as specified in this policy

Failure to meet these responsibilities may affect refund eligibility.

12. Exceptions and Special Circumstances

While this policy outlines our standard refund practices, we recognize that unique circumstances may arise. We reserve the right to make exceptions to this policy at our sole discretion. Any exceptions granted in individual cases do not establish a precedent or obligation for similar treatment in other cases.

If you believe your situation warrants special consideration, please provide detailed information and documentation with your refund request. We will evaluate each case individually and respond as fairly as possible.

13. Policy Modifications

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy version in effect at the time of your purchase will govern any refund requests related to that purchase. We encourage you to review this policy periodically.

If we make material changes to this policy that negatively affect existing clients, we will make reasonable efforts to notify affected clients via email.

14. Geographic Limitations

This Refund Policy is designed to comply with Japanese consumer protection laws. If you are located in a jurisdiction with different consumer protection requirements, additional rights may apply to you under local law. This policy does not limit any statutory rights you may have under applicable consumer protection legislation.

15. Questions and Concerns

We value your satisfaction and are committed to addressing any concerns you may have about our services. If you have questions about this Refund Policy or wish to discuss your specific situation, please contact us before submitting a formal refund request. Often, concerns can be resolved through open communication and alternative solutions.

16. Contact Information

For refund requests, please email us at [email protected] with "Refund Request" in the subject line. For general questions about this policy, you may call us during business hours or send an email inquiry.